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What is most important to mobile device users?

Posted: 07 Oct 2015     Print Version  Bookmark and Share

Keywords:OEM  mobile device  short battery life  Genius Bar 

A recent study by a mobile services company revealed that mobile carriers and OEMs will likely see a drop in both sales and customer loyalty should they fail to offer troubleshooting and repair services for faulty devices and have qualified staff to do the job.

Without our mobile devices, we're often rendered helpless, inaccessible and somehow incomplete – or at least it feels that way. As much as people love how mobile devices make life more productive, efficient and entertaining, they equally hate when those devices don't function the way they expect them to.

Amit Mahajan

Mahajan: Customer service after the sale is what matters most.

It's frustrating when you can barely get halfway through the day without completely draining your battery power or having the apps you use everyday crash or freeze. It turns out that these are two of the biggest gripes consumers have with their mobile devices. 38 per cent of respondents surveyed in our global study cited short battery life as the most common type of device shortcoming they experience, while another 13 per cent complain of frozen or crashing apps.

Disgruntled users either head to Apple's Genius Bar or try their luck at their wireless carrier's nearest retail store. Consumers aren't shy at all about what they expect—to have the problem resolved quickly and properly. Our survey found that 49 per cent of respondents would seek help within the first three days. Nine per cent of respondents are so addicted to their devices that they'd seek help in less than three hours.

But only a few representatives in each retail location really have the ability to fix devices. A vast majority of the sales and customer service representatives you see in-store are not very seasoned and haven't been given much training on how to diagnose and repair devices. Most carriers and device manufacturers don't have a mobile diagnostics solution or technology onsite to close that skills gap. As a result, consumers are swapping their perceived faulty devices for new ones, or spending unnecessary money on replacement phones, when they could, in fact, easily be repaired.

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